Amazon Web Services (AWS) has revealed a new automated solution that leverages artificial intelligence (AI) to synthesize insights and recommendations for its customers. By using AWS’s AI services like Amazon Q Business, customers can gain actionable insights based on common patterns, issues, and resolutions from AWS Support cases, AWS Trusted Advisor, and AWS Health data.
Amazon Q Business is a generative-AI powered enterprise chat assistant that allows natural language interactions with an organization’s data. This can be used to analyze data from support cases, Trusted Advisor checks, and AWS Health notifications. This tool provides answers along with links to the data sources, and integrates with IT service management (ITSM) systems such as ServiceNow, Jira, and Zendesk.
AWS Support offers a range of capabilities, including proactive planning and communications, advisory, automation, and cloud expertise, allowing for improved business outcomes and operational health.
The solution involves deploying Amazon Q Business and ingesting data to generate insights based on support data. It integrates with multiple data sources using APIs for AWS Support, Trusted Advisor and AWS Health. The system also includes Q Support Insights (QSI), a solution that provides insights on AWS Support datasets across AWS accounts.
The data collection and indexing process involves creating a searchable index of AWS Support datasets and making them available to users through the Amazon Q Business web chat experience. The AI can generate natural language responses based on the indexed data, with responses restricted to the indexed data as per the use case requirements.
To deploy the solution, users must create the necessary buckets, upload support datasets to the S3 data source bucket, create the Amazon Q Business application using deployment scripts, and set up ITSM integration if needed. Once the data source is synchronized, the solution can be tested through chat.
The solution also allows for ITSM system integration, whereby users can log tickets directly from Amazon Q Business to IT teams based on data in the application.
The Support Collector module collects and uploads support data to an S3 bucket in your data collection account, retrieving up to 6 months of data by default, with an option to extend to a maximum of 12 months.
The solution enables AWS Support datasets to be indexed and analyzed using generative AI services, enabling the proactive prevention of recurring issues in the AWS environment based on past experiences. The insights foster a more resilient and optimized AWS experience, tailored to individual customer needs.
